The Vulnerable Clients Service Delivery Challenge

This project was in partnership with the Department for Work and Pensions, the Citizen’s Advice Service, and the City of Lincoln Council.

The project aimed to investigate how the COVID-19 Pandemic impacted users of the three organisations’ services – especially those most at risk of crisis. To achieve this, the project team collaborated with local charities to discuss how they have adapted their services to support those at risk.

The students also developed a survey which was distributed through external partners to investigate the experience of individuals with the offered services of the Department for Work and Pensions, the Citizens Advice Service, and the City of Lincoln Council. The findings of this survey suggested the need for community outreach events, where the three organisations and a range of other charities come together to reconnect with the community. Other recommendations included a multi-method approach to services and improved marketing over success stories, to showcase the great work the three organisations are doing and to encourage those in need to come forward.

In this project, students were able to liaise with three businesses, gaining vital experience by engaging multiple stakeholders simultaneously. Furthermore, the students were given the opportunity to communicate with local charities, gaining an insight into how vulnerable people are impacted in society and how their solutions and recommendations can positively impact the people of Lincolnshire.